Lead Operations Clerk

The Lead Operations Clerk

• Leads by example and is a mentor and role model to co-workers
• Must have prior fitness center experience, preferably with UCSF Fitness and Recreation
• Acts as the lead and primary contact person at the fitness center in the absence of Operations Supervisors, Managers and other fitness Center leadership
• Must be energetic, outgoing, articulate and have good verbal and written communications skills
• Is focused on high quality customer service/hospitality and possesses the skills necessary when interacting with difficult people in an often-high pace, demanding environment
• Should be able to work independently and as part of a team often leading a team of 2-3 coworkers
• Can respond to member suggestions, concerns, and complaints in a timely, professional, and consistent manner
• Experience in sales processing, program registrations, member facility check-ins
• Completes and or delegates front desk administrative duties as directed by Fitness Center Operations and Facility Managers
• Provides support to fitness programmers and managers
• Ensures facility cleanliness and manages supplies in our fitness areas  
• Assists with towel laundry services
• Must have obtained Red Cross CPR/AED and First Aid Training certification within the first 3 months of employment (Training and Certification will be provide)
• Is willing and able to assist in emergencies and/or facility evacuations and ensure safety at all times (Think: facility access controls or unsafe use of fitness equipment)
• Should be comfortable working on a computer, using various applications and able to multitask during peak times
• Has an interest in advancing their careers in fitness, health or wellbeing, customer service an/or supervision

About Us:

UCSF Fitness and Recreation operate two fitness centers at UCSF.  We provide fitness and wellbeing services to UCSF Students, Faculty, Staff and Community members through a broad range of fitness, recreation, aquatics, personal training, outdoor programs, and health and wellness programs.  

We make life better here by inspiring fitness and wellbeing for everyone.  UCSF Fitness & Recreation’s mission is to enrich the human spirit, quality of life, and community at UCSF. We are passionate fitness and recreation professionals committed to doing quality work.  We fulfill that mission by providing our members with exceptional service, knowledgeable staff, a wide variety of activities, and a clean environment.  We are a customer service division, providing needed services on all UCSF campus sites and delivering these services with PRIDE: Professionalism, Respect, Integrity, Diversity and Excellence. 

%  

of time 

Essential Function (Yes/No) 

Key Responsibilities 

(To be completed by Supervisor) 

75 

Yes 

Customer Service & Operations 

Responsibilities include: 

• All phases of customer reception, greeting, problem solving, retention, and operations, including customer interactions, member activity maintenance and program sales, and member appreciation events as outlined by the Operations Manager and Assistant Managers in an effort to retain members and ensure monthly program revenue goals are achieved or surpassed.  

• Wear uniform/dress code including nametag, and as lead make sure coworkers are following as well. 

• Help ensure the safety of staff and members by following and enforcing UCSF and Fitness and Recreation Policy and act as lead point of contact when operations management is out of the office during evenings and weekends. 

• Help ensure the safety of staff and members by following and enforcing UCSF and Fitness & Recreation policy, code of conduct, and directions of the Operations Manager and Assistant Managers. 

• Proactively provide exceptional customer service and troubleshoot problems, creating win-win solutions for members and guests. May require detailed review of member situation, payments, and facts.  

• Clearly communicate information regarding multiple new and on-going Fitness & Recreation Center programs and services to members, guests, and event attendees. Includes providing and clearly explaining organized, relevant informational handouts/schedules of program information, and answering questions as needed and act as lead if other customer service clerks have questions regarding programs and services. 

• Read, understand and explain current and new Fitness and Recreation policies, programs and procedures to staff and customers. Includes responding to phone, e-mail, and web inquiries, as well as follow up when needed. 

• Participate and assist in member and staff facility evacuations due to fire alarm, power outage or UC Police direction and act as lead point of contact for the facility when necessary (in the absence of the Operations Management) 

• Responsible for Opening of facility in morning (5:30am M-F and 7:30am Sat and Sun) and/or closing and securing at night (10:30pm M-F and 8:30pm Sat and Sun) and act as lead for coworkers whcn completing closure task 

25 

Yes 

Administrative & Clerical Duties 

Responsibilities include: 

• Maintaining, straightening up and cleaning front desk, fitness floor and all facility areas so that all equipment is put away in its proper place at service desk and in the fitness areas. 

• Laundry duties including turnover of laundry loads, loading and unloading machines, pick up and emptying of towel bins for laundry service and directing customer service clerks of rotations. 

• Assists in meeting cleanliness standards of the facility, for example vacuuming, dusting, sweeping, restocking cleaning solutions & supplies, and wiping hair and debris from drains throughout the fitness center and locker rooms 

• Assist in maintaining retail inventory items.  

• Assist with data tracking and implementation of daily operations (Group X Fitness classes and court reservation bookings) and providing feedback and suggestion recommendations for improvements. 

• Create, monitor, and modify in real time the Aquatics and Group X Fitness classes in CSI software program used by clientele and staff for booking classes and act as lead administrator when program changes occur when program managers are out of the office. 

• Process and secure all paper and electronic documents related to program registration for compliance and customer protection and security 

• Resolve routine problems such as tracking Group X Fitness classes, court reservations and cancellations, locating sources of financial transaction error, reporting and recording maintenance, facility and customer issues. The lead will also be in charge of verifying accuracy of customer service clerk’s daily cashout and preparation for deposit. 

• Assist with special projects as assigned by the Operations Manager or Assistant Managers, including but not limited to locker inventory audits, data base maintenance, promotion preparation and execution.  May involve data input and follow up with members through phone or e-mail. 

• Assist with explaining policies and procedures to new staff.  This is to ensure new staff absorbs information, feel supported by their co-workers, and have the necessary tools to succeed in their customer service clerk role. 

• Assist Operations Supervisor in ordering Reception Desk supplies and making recommendations 

• Support staff for fitness Programming and general membership staff and answer related questions and/or membership information/contact look-up dependent on business need. 

• Keep a clean and organized workspace.  Includes customer facing and non-customer facing areas, Member Services’ communal areas. 

100% 

(To update total %, enter the amount of time in whole numbers (without the % symbol - e.g., 15, 20) then highlight the total sum (e.g., 1%) at the bottom of the column and press F9. The total sum should add up to 100%.) 

Required Qualifications:

• High school graduation and one year of related administrative experience; or an equivalent combination of education and experience;
• Experience in Fitness and/or organized sports
• Fitness & Recreation Customer Service Clerk experience
• Ability to resolve conflict, i.e., Conflict resolution involving member to member disagreements to align with our Code of Conduct.
• Office and industry technology competencies must include: phone, mobile phone & voicemail system, Microsoft word, e-mail systems, faxing, copying, printing, scanning, Filemaker, program database system (CSI), online member access/booking (CSI online, Citrix & smartphone applications), etc.
• Cash handling and shift deposit reconciliation
• Leadership skills or experience within a fitness center environment
• Customer service experience. 
• Ability to prioritize and accomplish multiple tasks with deadlines in a customer service setting under minimal supervision. 
• Demonstrated ability to maintain confidentiality. 
• Ability to work independently and as a team member.
• Wear uniform including nametag 
• Read, write, speak and understand English fluently 
• Flexible schedule, normal business hours are Mon-Sun, 5am-10pm

Required Licenses and/or Certifications

• CPR and first aid within 3 months of hire 

Preferred Qualifications

• Excellent interpersonal, verbal, and written communication skill. 
• Able to motivate & support others in their quest to be healthier and fitter.
• Demonstrated skill necessary to collect, organize and disseminate information upon request. 
• Ability to make sound judgments.
• Knowledge of the UC systems, forms, policies, and structure.
• Knowledge of UCSF Fitness and Recreation
• Current knowledge, understanding, training (when applicable) and use of University guidelines regarding PCI compliance, cash handling, CANRA trainings, ethics training, cyber security, and sexual harassment prevention etc.